8D报告培训资料_2.ppt

5/30/2002Rev.Orig,8DTraining,VishayCustomerCorrectiveActionRequest(CAR)GuidelinesVishay客户纠正措施要求CAR应用指南,5/30/2002Rev.Orig,8DTraining,WhatisaCAR/8D?何谓CAR/8D?,ACAR/8DReportisamethodtodocument,communicate,trackanddriveresolutionsforqualityissues.CAR/8D是针对品质问题而进行文件化、沟通、追踪及解决问题的方法。An8DreportisFordMotorCompanysformatforproblemsolving.Itisthepreferredmethodusedthroughoutourindustry.CAR/8D报告是福特公司解决问题的格式。它是我们所有行业首选的解决问题的方法。,5/30/2002Rev.Orig,8DTraining,ImmediateContainment.采取迅速的围堵措施（短期对策）ClearidentificationofRootCause.真正识别问题产生的根本原因（真因）RobustCorrectiveActions.充分的纠正措施VerifiedCorrectiveActions.验证纠正措施Systemfixes.系统化（即纠正措施标准化或文件化）100%On-timeresponse.100%准时反应（即及时解决问题，准时回复客户）Eliminatetheproblemsthefirsttime.做到第一次就消除问题所在Preventionoffutureproblems.实现潜在问题的预防,CUSTOMER8DEXPECTATION客户应用8D的期望,5/30/2002Rev.Orig,8DTraining,CAR/8DReportProblems完成CAR/8D报告存在的问题,Notidentifyingthetrueprocesses,escape,andsystemrootcauses.没有识别出过程、流出（逃脱）及系统的根本原因（真因）Notimplementingsystemcorrectiveactions.没有实施系统性纠正措施Notproperlycontainingentirepipelineofproduct.没有针对产品的所有流程采取正确的围堵措施Unclearorambiguouswording.对问题采取的不明确或模棱两可的描述Notmeetingcustomerexpectationsregardingcontentandcycletime.不符合客户关于内容及回复时间的要求,5/30/2002Rev.Orig,8DTraining,CAR/8DRequirementsCAR/8D的要求,Allcorrectiveactionrequestsmustbecompletedusingan8Dreport(unlessadifferentmethodisrequiredbyCustomer).所有的纠正措施要求必须采用8D报告形式（除非客户要求采用不同的方法MustuseCorporateformat.必须采用Vishay公司的格式Mustuse8Dchecklistasaguidelineincompletingthe8Ds.在完成报告的过程中必须采用8D检查表进行检查,5/30/2002Rev.Orig,8DTraining,8DisciplinestoProblemSolving解决问题的8个准则,D1EstablishaTeam组建问题解决小组D2DescribetheProblem描述问题D3Containtheproblem采取围堵措施（即短期对策）D4Identifytherootcauses识别/确认根本原因（真因）D5CorrectiveActions确认纠正措施D6ImplementCorrectiveActions实施纠正措施（即长期对策）D7PreventRecurrence防止再发D8CongratulatetheTeam小组庆祝,5/30/2002Rev.Orig,8DTraining,D1EstablishTeamD1组建问题解决小组,EstablishCrossFunctionalTeam.建立跨功能小组IdentifyaChampion.确定小组长Membersshouldbefromallaffectedareas,notjustquality!i.e.Sales,Logistics,Marketing,Engineering,LineOperators,ProductionMgmt.,etc小组成员应来自于所有被涉及区域，并非只是质量部！如销售、物流、市场、工程、生产线操作工、生产管理等等TheTeamshouldaskthemselvesdotheyhavethecorrectskillmixtosolvetheproblem?小组应询问自己是否具有解决问题所必需的能力?,5/30/2002Rev.Orig,8DTraining,D2DescribetheProblemD2描述问题,ClearlyIdentifyandDefinetheProblem.明确识别和定义问题InmanycasesProblemsareambiguousorimprecise.在许多案例中，问题是模棱两可或不明确的ClarityensuresthateveryoneistryingtosolvethesameProblem.明确问题可确保任何人将尽力去解决问题,5/30/2002Rev.Orig,8DTraining,D2DescribetheProblemElementsD2描述问题要素,WhatistheProblem?Describethefailuremode.问题是什么?描述失效模式Wherewasitdetected?问题是在哪里被发现?Whenwasitdetected?问题是什么时候被发现?Whatlots/datecodesareaffected?被影响的批次/日期码是那些?Howmanypiecesareaffected?被影响的数量是多少?IstheCustomerinformationincluded?是否包含客户信息?,5/30/2002Rev.Orig,8DTraining,D2DescribetheProblemExamplesD2描述问题案例,PoorProblemDescription差劲的问题描述“Customerreceivedwrongpart.”客户接收到错误零件GoodProblemDescription完美的问题描述“CustomerreceivedincorrectvalueCRCW-0603resistorson4/1/02.CustomerP.O.441960(VishayP.O.X765644-30)specifiedCRCW-0603,8.2KohmandreceivedCRCW-0603,82Kohmparts.”客户在4/1/02接收到阻值错误的CRCW-63电阻。客户订单号码441960（Vishay订单号码X765644-30）指定的CRCW-63电阻的阻值为8.2欧姆，而收到的CRCW-63电阻的阻值为82欧姆。,5/30/2002Rev.Orig,8DTraining,D3ContainmentD3围堵措施（短期对策）,Containmentissimilartoquarantine.Quarantinedoesnotcureadisease,butitkeepsitfromspreading.围堵相似于病人隔离。隔离虽不能医好疾病，但可以防止疾病的传播FindandsegregatenonconformingproductstopreventshipmenttoCustomer.查找和隔离不良品，防止发往客户Shutdownprocesses/equipmentthatisproducingbadproduct.停止正在制造不良的加工或装配Makesurecontainmentactionsareeffective.确保围堵措施是有效的,5/30/2002Rev.Orig,8DTraining,D3ContainmentElementsD3围堵措施要素,Hasaneffectivecontainmentmethodbeenidentifiedanddocumented?是否有有效的围堵方法已经被确定和文件化?Havedates(ordatecodes)fortemporarycontainmentactionsbeenidentified?是否已经确定了临时围堵措施实施的日期（日期码）?Haveactionsbeenverifiedwithbeforeandafterdata?是否已经验证了围堵措施实施前后的效果?Hastheentirepipelinebeencontained(production,warehouse,distributors)?是否对产品的所有流程采取了围堵措施（如生产线、仓库及发货员）?Hasdetailedinstructionsoncontainmentbeenissuedtopeopleresponsibleforcontainment?是否给负责实施围堵措施的人员发放了详细的围堵作业指导书?,5/30/2002Rev.Orig,8DTraining,D3ContainmentExampleD3围堵措施案例,PoorContainment差劲的围堵措施“Operatorwasalertedofthefailure.”让操作工提防/注意此不良GoodContainment完美的围堵措施“Productionandwarehousematerialwasinspectedon4/1/02byJ.Smith(qualityassurancepersonnel)andtherewere0lotsoutof320containingmixeddevices.”J.Smith（质量保证人员）于4/1/02检查了生产线及仓库材料,5/30/2002Rev.Orig,8DTraining,D4RootCauseD4根本原因（真因）,Rootcauseisthedisease(startingpoint)thatsetsinmotionthecauseandeffectchainthatcreatestheproblemorproblems.根本原因是产生问题或问题群的原因和影响开始发作的病因（发作点）BewaryofselectingsymptomsinsteadofrootcausesIfyoufixasymptomyouwontsolvetheproblem.必须提防以症状代替病因，如果你仅仅关注一个症状，你将不能解决问题Poorrootcauseselectionresultsinpoorcorrectiveactions.选择不正确的根本原因将导致不正确的纠正措施Usetoolssuchas5Whyanalysistoensurethattherootcausehasbeenidentified.应用象“5个为什么”分析法，确保根本原因被识别和确定,5/30/2002Rev.Orig,8DTraining,D4RootCauseElementsD4根本原因要素,Hastheprocessrootcausebeenidentifiedandestablished?制程根本原因是否已经被识别和确定?Hastheescaperootcausebeenidentifiedandestablished?流出（逃脱）根本原因是否已经被识别和确定?Hasthesystemrootcausebeenidentifiedandestablished?系统根本原因是否被识别和确定?Dothethreerootcausesexplainallweknowabouttheproblem(timing,failuremode,failureamount,etc)?三种根本原因是否可以解说我们所知道的问题所有方面（如时间、失效模式、失效数量等等）?Wastherootcauseanalysisperformedusingthe5whytechnique?根本原因分析是否使用了“5个为什么”方法?,5/30/2002Rev.Orig,8DTraining,D4RootCauseExamplesD4根本原因案例,PoorRootCauseStatement差劲的根本原因“OperatorplacedwronglabelonPackage.ItwasanOperatorError.”操作工在包装箱上贴错了标签，是操作工的错。GoodRootCauseStatement完美的根本原因“ProcessRootCause:Anincorrectlabelwasplacedonthepackagebecausethecurrentsystemallowsformultiplelotstobeprocessed(batchprinting)atoneworkstation.”制程根本原因：目前的系统允许在同一个岗位加工种类不同的批次，导致错误的标签被贴在包装箱上“EscapeRootCause:Themis-labeledproductescapedbecausetherewasnoverificationstepatorafterthelabelprocess.”流出根本原因：贴错标签的产品流出是因为在该岗位或后续过程没有标签验证步骤,5/30/2002Rev.Orig,8DTraining,D5CorrectiveActionsD5纠正措施,Correctiveactionsshouldfixthediseaseorrootcause.纠正措施必须是针对病因或根本原因（真因）Correctiveactionsshouldaddressprocess,escape,andsystemrootcauses.纠正措施必须致力于制程、流出（逃脱）及系统的根本原因（真因）Negativeeffectsofcorrectiveactionsshouldbeconsidered.必须考虑纠正措施带来的负面影响（即边界效应）Retrainingofoperatorsisnotacorrectiveaction.操作工的再教育不属于纠正措施范畴Increasedinspectionisnotacorrectiveaction.增加检查（人员、数量、频次等）也不属于纠正措施范畴,5/30/2002Rev.Orig,8DTraining,D5CorrectiveActionsElementsD5纠正措施要素,Haveprimaryandalternativecorrectiveactionsbeenidentified?是否已识别和确定首选及多选的纠正措施Docorrectiveactionsaddressprocess,escape,andsystemrootcauses?纠正措施是否是针对制程、流出（逃脱）及系统的根本原因Havenegativeeffectsofcorrectiveactionsbeenconsidered?是否考虑了纠正措施的负面影响（即边界效应）,5/30/2002Rev.Orig,8DTraining,D5CorrectiveActionExamplesD5纠正措施案例,PoorCorrectiveAction差劲的纠正措施“Re-trainoperator.”操作工再培训GoodCorrectiveAction完美的纠正措施“ProcessCorrectiveAction:Changeworkflowtoaserialprocesswherebyonlyonelotisattheprintingstationatalltimes.Thiswilleliminatethechanceofmixingtheproductlabels.”制程纠正措施：变更流程，在任何时间标签印刷岗位只加工单一批次“EscapeCorrectiveAction:Implementabarcodeverificationsteptoensurethatcustomerlabelmatchesthefactorylabel.”流出（逃脱）纠正措施：实施标签验证步骤，确保工厂标签和客户标签一致,5/30/2002Rev.Orig,8DTraining,D6ImplementCorrectiveActionsD6实施纠正措施（长期对策）,Stepwherewemonitor/validatethatthecorrectiveactionshaveeliminatedtherootcause(s).确定我们监控/验证纠正措施是否已经消除了根本原因的步骤Datesforthestartandcompletionofthecorrectiveactionshouldbeidentifiedalongwiththeresponsibleperson.和纠正措施实施责任人一起确定纠正措施开始实施和完成的日期,5/30/2002Rev.Orig,8DTraining,D6ImplementCorrectiveActionsElements纠正措施实施要素,Havecorrectiveactiondatesalongwithresponsibleindividualbeenidentified?是否已经确定纠正措施实施日期和责任人?Havecorrectiveactionsbeenvalidatedtoeliminaterootcause(s)?对纠正挫伤是否进行了验证，它能否消除根本原因?,5/30/2002Rev.Orig,8DTraining,D6ImplementCorrectiveActionsExamplesD6纠正措施实施案例,PoorCorrectiveAction差劲的纠正措施“Complete.”已完成GoodCorrectiveAction完美的纠正措施“CorrectiveactionsstatedinD5werecompletedon4/1/02byJ.Smith.Postlabelinginspectionhasdiscovered0failuresoutof400lotsinspectedasof5/1/02.”J.Smith已于4/1/02完成了D%中描述的纠正措施。5/1/02在标签检查岗位共检查了400个批次，没有发现一批标签不良,5/30/2002Rev.Orig,8DTraining,D7PreventRecurrenceD7防止再发,Preventtheproblemfromreturningbyaddressingproduction,business,management,orengineeringprocesses.通过向生产、业务、管理层、工程传达，以防止问题再发,5/30/2002Rev.Orig,8DTraining,D7PreventRecurrenceElementsD7防止再发要素,Dopreventiveactionsaddressbasicsystemissues?预防措施阐述是否基于基本的系统问题HaveFMEAs,controlplans,and/orproceduresbeenupdatedtoensurethatthesystemswillpreventissuesfromre-occurring?FMEA、控制计划及/或程序是否已经被更新，以确保系统可以防止问题再发Havepreventiveactionsbeenagreeduponbyallaffectedareas?预防措施是否已经征得被影响区域的认可Dounfinishedpreventiveactionshaveachampionandaprojectedcompletiondate?未完成预防措施是否确定了组长和其完成日期,5/30/2002Rev.Orig,8DTraining,D7PreventRecurrenceExamplesD7防止再发案例,PoorPreventiveAction差劲的预防措施“Sameascorrectiveactions.”预防措施同于纠正措施GoodPreventiveActions完美的预防措施“Workinstructionandcontrolplanhavebeenchangedon4/1/02toeliminatebatchprocessingandtoaddbarcodeverificationprocesses”作业指导书及控制计划已于4/1/02进行变更，以消除批次处理问题及增加标签验证过程“CorrectiveandPreventiveactionswerealsoappliedtoVishayssisterfactoriesinChinaon4/1/02.”纠正/预防措施已于4/1/02应用于Vishay在中国的兄弟工厂“Auditchecklistwasmodifiedon4/1/02toincludemonthlycheckstoensuresinglelotprocessing.”检查表已于4/1/02修订，包括月检以确保单一批次被加工,5/30/2002Rev.Orig,8DTraining,D8CongratulateTeamD8小组庆祝,Variesbyfacilitybutmostoftenoverlooked.,5/30/2002Rev.Orig,8DTraining,OtherComments其他内容,8Dshouldsupplyfactsnotemotions.8D应该提供事实，不应带有感情色彩Avoidusinginternalacronyms.避免使用公司内部缩写Becompleteinyourdescriptions.叙述应该完整ItisourresponsibilitytofixVishayproblemsevenifwedonothavetraceabilityinformation.即使没有可追溯的信息，但关注Vishay问题是我们的责任,5/30/2002Rev.Orig,8DTraining,8DExample,HeartInc,amanufacturerofHeartdefibulators,returned25shortedpartswithmultipledatecodeson5/1/02.Heartstatedthatthe25partsfailedattherefinaltest.Heartsfailurerateis10PPM.Theyexpressedconcernthatfaileddefibulatorsmightreachtheircustomers.InternalanalysisbyVishayindicatesthatthe25partsareindeedshortedandtheyarenotthedevicetype(PN#V123)thatVishaysellstoHeartInc.Infact,the25partsareamixtureofdifferentVishaydevicesspanningthelast3monthsofproduction(February,March,andApril).AllreturneddeviceshadalowerpowerratingthanwhatissuppliedtoHeart,whichiswhytheyshortedinHeartsapplication.Additionalanalysis,pointstothefactthatthepartsweremixedatmarking.Themarkingequipmenthasaknowndefectinwhichthelastfewpartsmightgetstuckinthetrackduetorandombutfrequentstickingofthepushpinmechanismwhenthebowlfeederbecomesempty.Tocombatthisissue,theengineerduringtheinitialdiscoveryoftheissueinstructedtheoperatorstoinspectthetrackpriortostartinganewlot.Intheeventthatpartswereleftovertheoperatorwastoremovethedevicesandcallthetechniciantorepairthepushpin.Inadditiontothechangeinprocedure,productionimplementedasampleoutgoingelectricaltest(200piecesper20,000piecelot)toeliminatemixedlots.Theoperatoronthemarkingequipmentwasnew(approximatelyworkingforVishayfor3months)andwasnotperformingtheinspectionasrequiredbytheprocedure.,5/30/2002Rev.Orig,8DTraining,8DExample8D案例D1EstablishTeamD1建立小组,5/30/2002Rev.Orig,8DTraining,8DExample8D案例D2DescribeProblemD2描述问题,HeartInc.returned25V123partson5/1/02withthefollowingdatecodesthatfailedshortattheirfinaltest.Heart公司在5/1/02返回25个V123产品，产品日期码如下，这些产品是其产品终检时发现短路的#ofPartsDateCode10020210020350204Theestimatedfailurerateis10PPMandthecustomerisconcernedaboutfieldreliability.估计失效率为10PPM，而且客户非常担心已流入市场,5/30/2002Rev.Orig,8DTraining,8DExample8D案例D3ContainmentActionsD3围堵措施,AllproductinproductionandinVishayswarehouseswasquarantined(byV.Chamberson5/2/02)and100%electricallytested(byB.Dellon5/4/02)toeliminatethemixedproduct.12mixedpartswereremovedoutof60,000partstested.Allretestedlotswillbemarkedwitha“green”stickertoidentifythattheyhavebeenretested.所有在线及在库品全部隔离（V.Chambers已于5/2/02完成），并进行100%电性测试以消除混入产品（B.Dell已于5/4/02完成），从60,000个中剔除出12个异类产品。所有重测的产品批均用“绿色”标签标识以示重测。,5/30/2002Rev.Orig,8DTraining,8DExample8D案例D4ProcessRootCauseD4制程根本原因,Problem:ShortedParts问题：短路Why?WrongpartsweresenttoCustomerandthepartswereunderratedfortheapplication.为什么：错误的元件发给客户及其用途被低估Why?Residualpartswereleftinthemarkingequipmentcausingthesubsequentlottocontainmixedparts.为什么：残留的元件被遗留在打标机上导致其混入后续的批次Why?Thepushpinfailedtocleartheresidualparts.为什么：推针失效而无法清除残留元件,5/30/2002Rev.Orig,8DTraining,8DExample8D案例D4SystemRootCauseD4系统根本原因,Problem:ShortedParts问题描述：短路Why?WrongpartsweresenttoCustomerandthepartswereunderratedfortheApp.为什么：错误的元件发给客户及其用途被低估Why?Residualpartswereleftinthemarkingequipmentcausingthesubsequentlottocontainmixedparts.为什么：残留的元件被遗留在打标机上导致其混入后续的批次Why?Thepushpinfailedtocleartheresidualparts.为什么：推针失效而无法清除残留元件Why?Theactuatorsonthepushpinareoldandneedtobereplaced.为什么：推针执行器老化而需要更换Why?Wedonothaveadetailpreventivemaintenanceplanforreplacementofworn-out/oldequipment.为什么：我们没有一个详细的针对替换破损/老化设备的维护计划,5/30/2002Rev.Orig,8DTraining,8DExample8D案例D4EscapeRootCauseD4流出根本原因,Problem:MixedPartsEscapedtoCustomer问题描述：混入产品流到客户Why?SampletestpostmarkingwillnotalwaysdetectPPMissues.为什么：抽样检查岗位无法发现PPM级缺陷Why?Samplesizeistoosmall.为什么：抽样量非常少,5/30/2002Rev.Orig,8DTraining,8DExample8D案例D5RootCauseD5根本原因,Analysis:Vishayverifiedthatthepartsareshorted.ItwasdeterminedthattheshortedpartsweremixeddevicesthathadlowerpowerratingsthantheonessuppliedtoHeart.ThemixoccurredatVishaysmarkingoperationduetoresidualunitsleftonthemarkingmachineduringFebruary,MarchandApril.Vishayhadaprocedureinplacefortheoperatortoverifythetrackwasemptypriortothestartofanewlot.Theprocedurewasnotfollowed.分析：Vishay确认产品是短路，最终原因被确定为被发给Heart公司额定功率低的产品混入到设备中，混入现象发生在Vishay的打标岗位，是在2月、三月份及四月份残留元件被遗留在打标岗位所致。Vishay在操作岗位有作业程序，规定在开始打标新的批次时须检查轨道是干净的，但程序没有被执行。ProcessRootCause:Theactuatorinthepushpinmechanismusedtoflushresidualunitsfromthetrackstopworking.制程根本原因：推针执行器被用来剔除轨道停滞工作时的残留元件EscapeRootCause:ThesamplesizeforthepostmarkingtestisnotsufficientenoughtodetectPPMmixturelevels.流出根本原因：在打标岗位的抽样检查数对混入水平在PPM级的不良来说是不足的SystemRootCause1:Theactuatorsarenotincludedonapreventivemaintenanceschedulethusallowingactuatortodegradeandbecomedefective.系统根本原因1：执行器没有被纳入保养计划，这样允许执行器劣化及没有效力SystemRootCause2:Currenttrainingplandoesnotrequiretrainingverificationthereforeitwasnotknownthattheoperatorwasnotfollowingtheoperatingprocedure.系统根本原因1：目前的培训计划中没有要求进行培训效果验证，所以并不知道操作工没有遵守作业程序的规定,5/30/2002Rev.Orig,8DTraining,8DExample8D案例D5CorrectiveActionsD5纠正措施,ProcessRootCause:Replaceactuatorsonallmarkingequipmenttoeliminateresidualparts.制程根原因：在打标机上替换执行器以除去残留部件EscapeRootCause:Implement100%qualitytestpostmarkingtoensurethatmixedpartswillnotbeshippedtoHeart.流出根本原因：在打标岗位实施100%检查确保混入的部件不被发送Heart公司SystemRootCause1:Incorporateapartreplacement/refurbishprogramintotheexistingpreventivemaintenancescheduletoensurethatpartsarereplacebeforetheycauseaproblem.系统根本原因1：在现有的检修计划中增加部件置换/刷新项目，以确保部件产生问题时被置换SystemRootCause2:Modifytrainingprogramtoincludeaverificationsteppriortograntingcertification.系统根本原因2：修订培训程序，包含在批准合格前有一个检验步骤,5/30/2002Rev.Orig,8DTraining,8DExample8D案例D6ImplementCorrectiveActionsD6实施纠正措施,ProcessRootCause:CompletedbyA.Mayon5/10/02.Severallotswereprocessedthroughthemarkingmachineandthepushpinproperlyremovedtheresidualparts.制程根本原因：A.May于5/10/02完成打标机打标多个批次时，推针可正确的推离残留部件EscapeRootCause:CompletedbyB.Bellon5/10/02.Severalmixeddeviceswereplacedthroughthetestertoverifythatthetestprogramwouldremovealldefectiveunits.Allincorrectdeviceswereremoved.流出根本原因：B.Bell于5/10/02完成多台混料装置被安置在检查仪上以验证检查程序可以剔除不良品，所有不好的测量仪已被移走SystemRootCause1:Projectedcompletion6/1/02byA.M